I have only used Volvo one other time and except for the loaner being dirty, real dirty, it was good. Fixed it quickly, communication was great. No problems but little did I know that the planets were aligned then. My recent experiences were terrible.
In January, I had my car towed and rented a car because mine was hesitating and the D light was flashing. Seemed pretty serious and too scary to drive. The next day, I was told nothing was wrong with the car. I insisted there was and that it was either the transmission or electrical. I was told they would keep it one more day for further diagnostics. Same thing. Nothing is wrong with it. Okay, if you say so. So I turned in the rental and picked up my car. Two weeks later, I’m stranded in a parking lot because the car won’t start.
So, Wednesday, February 7th at 7pm, I had it towed again to the dealership and rented another car. I submitted a service request online noting the problem in the notes section. I got a call the next day but no one had read the note. They hadn’t even seen the service request. They asked what my car was doing there??? I explained that the car was completely dead. The next thing that happened was I got a text. Whatever this text confirmation is that I received, it does not work. When I would try to text that number it was green and no one texts back. The next day, I didn't hear anythng, so I called. Turns out an electronic part that communicates with the transmission was out.. what had I told the the first time?
I had to call the dealer every day, instead of them calling me. For a whole week, I was told every day that the part would be there the next day. Every day for a week! Now, if you tell someone a part will be there and that the car would be ready the next day and it’s not, wouldn’t you think someone would call me right away to let me know? Nope. I would call every morning around 10-11, to confirm the part was there and would have to wait, usually, for a call back hours later. Several times I called and there was no answer at all and the call would just drop. Frustrating. One day I called and my assigned guy, Juan, was off so the lady (Jackie?) put me on hold to get an update. My car had already been there several days. She gets back on the phone and starts to tell me what’s wrong with the car. I stopped her and said, “that’s okay, Juan already told me what was wrong, I just wanted to see if it was being fixed today.” Pause. Then she tells me, “ma’am, I have no idea what Juan did or did not tell you, I am just relaying information”. Huh? Wow, that was rude. Then she tells me the part would be in tomorrow and the car would be fixed. Next day, same thing from Juan. Unbelievable. What is the delay and why does no one call me and why do I get told every day that it will be fixed tomorrow.
It’s worth mentioning that there was a secondary issue not related to the car operating. There was an issue with some auxiliary part and the cargo area was making a knocking sound right when I turned the car on for a few seconds and after I turned the car off. Every call, I would say “and what about the secondary issue” and EVERY time, they would act like this is the first they heard of it.
My rental was due Friday the 16th after having it a week and a day. Juan told me my car would definitely be fixed the next day. I turned the rental in, worked from home Friday waiting for the call so I could Uber over and get my car. No call by 11:45, so I called and got Juan’s voice mail. No call by 1:15 so I called again. This time Raven answered, who is always pleasant by the way, and said he was at lunch and would give him the message to call me.
He called at 2 and said more parts and labor were required but he could get me a loaner and a porter could come get me. 2:45, no confirmation or call and no porter. I called again. Juan has gone for the day but there is a car if I could get there. Now, this dealership is at, arguably the worst intersection for traffic in all of Fort Myers, so I quickly call for an Uber. There was an accident getting to me, so he got to me by 3:30 and I got to the dealership at 4:15 (without traffic, it should take no more than 20 minutes) and picked up the loaner. Made it back home just in time to pick up my sons meds from the pharmacy. Whew! Now at least I feel better that I don’t have to constantly follow up because I have their car.
If you are keeping track, I got the loaner on the 16th, its a week later on the 23rd and I’ve heard nothing. No call, no text, no email. I thought since I had their car, i would certainly at least get an update if not a repair, but nothing at all.
So, here we are week 3 and counting. No word from anyone, so it's Wednesday, February 28 and I called them. I was told by the nice lady who answers, Raven, that Juan would check with the technician and call me back. Do they not miss their loaner? So he calls back and guess what? Battery is dead. What a coincidence??? They told me that the car was all fixed but they need me to authorize replacing the battery. Huh? I called THEM. So it's just sitting there and no one does anything?
So, the next day, I get the call. SUV is now fixed. February 7 to February 29. Unbelievable! I had major surgery and was only in the hospital a week!
Here's the final kicker. I asked AGAIN what about the secondary issue, the knocking noise in the back. I was told they tried to duplicate it that day and couldn't. You've had my car for three weeks, I had to keep reminding you about the issue and you tried on the last day and couldn't duplicate it?? You had three weeks and only looked at it on the last day?
I am so unhappy with this dealership I wish I had purchased my SUV from someplace else and I need to ask the Warranty Company if I can PLEASE use another dealership if my car needs service again.
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